Customer Success Specialist

Cobre; Bogotá; Presencial; COP 39.060.000 - 66.960.000; Jornada completa

Descripción de la vacante

Cobre is seeking a Customer Success Specialist to support users and corporate clients through core channels, delivering requested information and assistance related to our products. You will maintain constant communication with leadership to ensure alignment of objectives.

Responsibilities include collaborating with the Customer Experience team, analyzing data to improve the customer journey, supporting feature improvements, and acting as the main resolver for designated accounts across teams.

Formación

• Experience in roles focused on improving and managing customer experience.
• Basic knowledge of APIs.
• Experience with SQL for database management and manipulation.
• Plus - Experience with Postman for API testing.
• Plus - Familiarity with DataDog for application monitoring.
• Preferably experience in fintech, tech, or payments.
• Excellent teamwork skills.
• Ability to collaborate across multiple teams.

Responsabilidades

• Collaborate with the Customer Experience team to identify and resolve customer issues.
• Analyze data with tools to enhance the customer experience.
• Support new features and improvements in systems.
• Contribute to process and tool improvements across the organization.
• Act as the single point of resolution for assigned customers and liaise with KAM, operations, and technology.
• Conduct in-depth analysis of customer needs and preferences.
• Provide continuous follow-up and swift issue resolution.
• Document all interactions to personalize future communications.
• Map and understand the companies' touchpoints.

Conocimientos

Teamwork

Communication skills

Analytical thinking

Customer experience improvement

Herramientas

SQL

Postman

DataDog

Descripción del empleo

Cobre is Latin America’s leading instant b2b payments platform. We solve the region’s most complex money movement challenges by building advanced financial infrastructure that enables companies to move money faster, safer, and more efficiently.

We enable instant business payments—local or international, direct or via API—all from a single platform.

Built for fintechs, PSPs, banks, and finance teams that demand speed, control, and efficiency. From real-time payments to automated treasury, we turn complex financial processes into simple experiences.

Cobre is the first platform in Colombia to enable companies to pay both banked and unbanked beneficiaries within the same payment cycle and through a single interface.

We are building the enterprise payments infrastructure of Latin America!

What we are looking for:

As a Customer Success Specialist, you will be responsible for providing support to users and/or corporate clients through the main customer service contact channels, delivering the requested information and offering assistance related to our products. You will also maintain constant communication with the leader to ensure proper alignment of objectives.

What would you be doing:

• Collaborate with the Customer Experience team to identify and resolve issues affecting customers.
• Use tools and technologies to analyze data and enhance the customer experience.
• Support new features and improvements in our systems.
• Contribute to the continuous improvement of our processes and technological tools.
• Act as the single point of resolution for the assigned customer and serve as an intermediary between the KAM, the customer, operations, and technology.
• Conduct in-depth analysis of customer needs and preferences.
• Provide continuous follow-up and swift issue resolution.
• Document all interactions to personalize future communications.
• Understand and map out the companies' touchpoints.

What do you need:

• Previous experience in roles related to customer experience improvement and management.
• Basic knowledge on APIs
• Experience in SQL for database management and manipulation.
• Plus - Experience with Postman for API testing.
• Plus - Familiarity with Data Dog for application monitoring.
• Preferably with experience in fintech, technology companies, and/or payments.
• Excellent teamwork skills.
• Ability to collaborate effectively with different teams and areas within the company.